The Challenge

The Solution

Delivered an ROI of approximately 250% in the first year

The Results

The deployment of Galaxy S smartphones with the Librestream Onsight application has significantly boosted the efficiency of newer technicians in the field, and reduced the need to pair less-experienced field service team members with more senior mentors. The video collaboration solution reduced in-field mentoring by 33 percent and delivered an ROI of approximately 250 percent in the first year. In addition, the solution reduced service resolution times and held first-time fix rates steady for service visits in spite of the training that was occurring simultaneously.

The Customer Need:

Facilitating Remote Mentoring and Training for New Field Technicians

“Empowering our field technicians with video from the customer site would provide us with one of the tools we needed to launch this new revenue opportunity.”

— Steven Wagner, U.S. Support Manager, Diebold

The Solution:

Librestream Remote Video Collaboration With Samsung Galaxy Smartphones

The Technology:

Galaxy S Series

Flagship smartphone line for enterprise productivity, performance and security.

Galaxy Note Series

Large-format display and innovative S Pen technology for multitasking.

The Results:

Improved Field Service Efficiency

Posts By

Michael Halloran

Michael Halloran publishes the FinTech Blog on innovation and trends in financial services firms and startups, and is head of partnerships and business development at Previously, he was with Morgan Stanley, where he managed partner relationships in the wealth management division. He began his career as a consultant at Gemini Consulting, where he helped launch the U.K.'s first online bank. He was also a managing director at Scient (now Razorfish). Follow him on Twitter: @fintechblogger

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